Managing Call Pickup Permissions

The call pickup function allows you to pick up a call ringing on other phones. Although this feature does require some understanding in order to configure correctly and operates as required. This guide will outline the basic requirements that need to be met in order for call pickup to work and explains the different behaviours under certain scenarios.

Note: This guide refers to call pickup using IP Phones (BLF Key or via Dial Code) and not to the 3CX Switchboard screen.

By default when a call rings on another user’s extension you may pick up the call by simply using the dial code configured for ‘Call Pickup’ which can be found in the 3CX Management Console, ‘Settings’ > ‘PBX’ > ‘Dial codes’ tab > Call Pickup’ field (*20* by default) or the provided BLF key assigned by the administrator to the an IP phone.

Limit Call Pickup to Extension Group

You can also limit call pickups through extension group membership and by editing the global pickup setting. To manage this feature navigate to ‘Settings’ > ‘PBX’ > ‘General’ tab and alter the ‘Limit Call Pickup to calls received in their extension group’ depending on your requirements.

Manage call pickup permissions on 3CX

Limit Call Pickup to Extension Group – ON

When this global option is checked calls can only be picked up among extensions that are part of the same extension group providing the options ‘Can see group members’, ‘Can see group calls’ and ‘Perform Operations’ are checked under the extensions rights tab.

Call pickup to extension 3CX
You may also be part of multiple groups and allow rights to pick up calls to all these groups or just the ones you would like to limit call pickup to. This will affect the way the *20* dial code will work and will also affect an admin assigned BLF key assigned to the device.

Limit Call Pickup to Extension Group – OFF (default)

When the global option is not checked then you will be able to pick up calls ringing on other extensions regardless of extension group membership and what is checked under the extensions rights tab. Basically everyone can pick any call in the system at any point by using the dial code *20* from their IP Phone or by the use of a dedicated BLF key assigned by the administrator to the device.

Extension call pickup 3CX
The above image shows an example of a dedicated BLF key assignment.

Note: snom IP Phones use a different approach to pick up calls which does not require the usage of *20*. However a snom will also be limited in the way it can use this dial code in relation to group membership and the global option setting but not in the use of a directly assigned BLF key which will pick up calls regardless of these settings.

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  1. Konstantinos A

    This option should be on extension groups. For example. administrative officers should pickup all departments’ calls instead of their’s only.

    April 6, 2016 at 1:53 pm
    • Charalambos Eleftheriou

      @Konstantinos, these options are available to all extensions regardless of whether the call is in a ring group, call queue or directly to an extension.

      April 6, 2016 at 2:38 pm
  2. Konstantinos A

    @Charalambos, I know that but I would propose to put this option at group rights.

    I want the secretary group to have access to pickup the call from business dep but I don’t want other departments to pickup calls from others.

    A solution is to put secretary to all groups but she does not belong to all groups (I have departments’ name for groups’ name)

    April 6, 2016 at 3:43 pm
    • Charalambos Eleftheriou

      @Konstantinos, Please read and understand the guide as this is possible and all explained within this page. You can add the Secretary extensions to all groups that they need to be able to pick up calls from. You can also hide the extension from being visible to other group members from the ‘Rights’ tab of the extension for each group as well as adding the Perform operations right to pick-up calls.

      April 6, 2016 at 3:50 pm
  3. Spring

    i am notice that when my agents in the Queue are busy and other agent picked up the call instead from their extension because don’t want customer call to be in the queue for long time. there is a miss called in the report to which agents that was picked up by another agent. this make us confuse when generate the report to value agent performance.

    April 18, 2016 at 5:54 am
    • Charalambos Eleftheriou

      @Spring, this is normal because the call is ripped out of the queue. It does not matter if the person is an agent of the queue or not.
      Change the hunting mode do decrease connect time.

      April 18, 2016 at 2:11 pm